Operations Manager

EXL Talent Acquisition Team; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

EXL Talent Acquisition Team in Pune is seeking an Operational Manager to oversee blended front-office and back-office operations, ensuring KPIs, SLAs, quality, and customer satisfaction. You will guide workload distribution and governance, while mentoring Team Leaders and frontline staff to foster accountability and continuous improvement.

The role requires driving process improvements, Lean Six Sigma initiatives, and stakeholder collaboration to optimize performance and cost efficiency within a

Qualifications

Responsibilities

• Manage daily operations of blended front-office and back-office teams.
• Ensure achievement of KPIs, SLAs, quality, productivity, and customer satisfaction targets.
• Monitor workload distribution and resource utilization to optimize efficiency.
• Drive operational governance through regular reviews and performance reporting.
• Lead, mentor, and develop Team Leaders, Supervisors, and frontline associates.
• Conduct regular coaching sessions and performance reviews.
• Build a high-performance culture focused on accountability, engagement, and continuous improvement.
• Support succession planning and talent development initiatives.
• Ensure delivery against customer experience and operational objectives.
• Monitor metrics such as Service Level (SL), Average Handle Time (AHT), Customer Satisfaction (CSAT), Net Promoter Score (NPS), Quality Scores, Productivity & Utilization, Turnaround Time (TAT), Accuracy and Error Rates.
• Identify trends and implement corrective actions to improve performance.
• Serve as a key point of contact for internal and external stakeholders.
• Present operational results, business insights, and improvement initiatives during client reviews.
• Build strong relationships with clients and cross-functional teams.
• Drive Lean, Six Sigma, and Continuous Improvement initiatives.
• Identify opportunities for automation, process optimization, and cost reduction.
• Lead transformation projects aimed at enhancing customer experience and operational efficiency.
• Collaborate with Workforce Management teams to ensure optimal staffing and capacity planning.
• Manage forecasting, scheduling, shrinkage, and occupancy targets.
• Ensure adherence to company policies, regulatory requirements, and client-specific standards.
• Support audit readiness and compliance initiatives.
• Drive quality improvement programs to enhance service delivery.
• Manage operational budgets and cost controls.
• Drive efficiency improvements while maintaining service quality.
• Support revenue growth and profitability objectives.

Job description

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Operational Management

• Manage daily operations of blended front-office and back-office teams.
• Ensure achievement of key performance indicators (KPIs), service levels (SLAs), quality, productivity, and customer satisfaction targets.
• Monitor workload distribution and resource utilization to optimize efficiency.
• Drive operational governance through regular reviews and performance reporting.

Team Leadership

• Lead, mentor, and develop Team Leaders, Supervisors, and frontline associates.
• Conduct regular coaching sessions and performance reviews.
• Build a high-performance culture focused on accountability, engagement, and continuous improvement.
• Support succession planning and talent development initiatives.

Performance & Service Delivery

• Ensure delivery against customer experience and operational objectives.
• Monitor metrics such as:
  • Service Level (SL)
  • Average Handle Time (AHT)
  • Customer Satisfaction (CSAT)
  • Net Promoter Score (NPS)
  • Quality Scores
  • Productivity & Utilization
  • Turnaround Time (TAT)
  • Accuracy and Error Rates
• Identify trends and implement corrective actions to improve performance.

Client & Stakeholder Management

• Serve as a key point of contact for internal and external stakeholders.
• Present operational results, business insights, and improvement initiatives during client reviews.
• Build strong relationships with clients and cross-functional teams.

Process Improvement

• Drive Lean, Six Sigma, and Continuous Improvement initiatives.
• Identify opportunities for automation, process optimization, and cost reduction.
• Lead transformation projects aimed at enhancing customer experience and operational efficiency.

Workforce & Capacity Planning

• Collaborate with Workforce Management teams to ensure optimal staffing and capacity planning.
• Manage forecasting, scheduling, shrinkage, and occupancy targets.

Quality & Compliance

• Ensure adherence to company policies, regulatory requirements, and client-specific standards.
• Support audit readiness and compliance initiatives.
• Drive quality improvement programs to enhance service delivery.

Financial Management

• Manage operational budgets and cost controls.
• Drive efficiency improvements while maintaining service quality.
• Support revenue growth and profitability objectives.